Metro by T-Mobile

Worst customer service ever from manager Mr Mason. He needs to be reprimanded and sent back to customer service training. I have been with T-Mobile 20 yrs and today I felt like taking my business elsewhere. In line 30 mins for a simple ask just to replace my phone screen protector which a year ago I was advised oh yeah buy this and you can replace it anytime it breaks unlimited times I finally dropped my phone a few weeks ago went back to the store and guess what they no longer carry S20 screen protectors at the stores so customers that were told what I was told good luck better just buy S21 so what now oh customers have to call customer service so I did and guess what this customer got the run around customer service said I had to pay for a replacement if I get one through them. Heck naw was my response so escalated to cst serv manager who quickly said oh yeah I will mail you one and credit you $20 great right? Wrong until fast forward today when I go back to the Little Elm Frisco store where Mr manager said well he wouldn’t put that replacement either on his phone why? Because I did not get the glass fiber phone screen protector mailed to me I got a cheaper paper looking version so now what?? Mr manager says not his job to make this right its my job to call cst serv back all he can do is dial back and let me talk so he does then says well it's a 2 he hold will you wait? Heck ya might as well is what I am thinking because I have nothing better to do. The lady behind me then asks if he can help her while I wait for 2hrs not sure if she was being funny but he jumps to help her I grab my fake screen protector and tell mr manager I would be back in 2 hrs will be in my car for 2hrs he says “you got it” really?? I said keep the phone on hold for me I will be back. Please note he did not once ask my name or phone number. In the meantime I dial 611 and it's a 45 min wait and I request a call back and in less than 10 mins I get a call. Yes I sure escalated really not once did he apologize for the inconvenience whoever owns this store please review your cameras. I will be emailing the CEO next. Thank you.

Roy helped me out pick a phone and was very knowledgeable. Great service from Metro

I’ve been to this store a couple of times and everyone has been super helpful in the past. Today I was transferring a line over from Sprint and a really knowledgeable employee by the name of Alejandro was a huge help in doing that. He calmly walked me through the process, gave me a breakdown of all of my options, and wouldn’t leave me alone until he made sure everything was working perfectly. I’ll definitely be recommending people and coming back myself soon.

Roy in Frisco did a good job. I would recommend him.

The guys here are THE BEST! They are the most knowledgeable and friendliest. Huge upgrade from that terrible metro store in the colony. Worth driving from there to here for sure!